Senior Contact Center Solutions Architect

4 days ago

Jamnagar, Gujarat, India beBeeEngineer Full time ₹ 1,00,00,000 - ₹ 1,50,00,000

Job Summary

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We are seeking an experienced Cisco UCCE CVP Engineer to join our team. This individual will be responsible for designing, implementing, and integrating complex contact center solutions using Cisco UCCE and CVP technologies.

Key Responsibilities

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  • Design Architecture: Analyze business requirements and design robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions.
  • Implementation Configuration: Lead or participate in the installation, configuration, and deployment of UCCE and CVP components, including ICM PGs, Call Servers, Gateways, Media Servers, Finesse, and supporting applications.
  • System Integration: Integrate Cisco UCCE and CVP with third-party applications such as CRM systems, workforce management, IVR, call recording, analytics, and other enterprise solutions.
  • Scripting Application Development: Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution.
  • Support Troubleshooting: Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies.
  • Performance Monitoring Optimization: Monitor system health, performance metrics, and call flows. Proactively identify bottlenecks, capacity issues, and opportunities for optimization.
  • Upgrades Patching: Plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms. Ensure compliance with security, regulatory, and organizational standards.
  • Documentation: Maintain comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles.

Candidate Requirements

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  • Mandatory Skills: Azure Infra Services, UCCX, AWS Infra Services, Cisco Webex, Cisco IPCC, NICE Contact Center, CUCM.
  • Preferred Qualifications: Cisco UCCE-CVP certification, CCNP Collaboration, CCIE Collaboration, or equivalent certifications.

About Us

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We prioritize execution early in the process to deliver impactful results. Our empowered agile teams combine logic, creativity, and curiosity to solve pressing business challenges.

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